Dion Leung
Business Analyst / Product Owner at Singlife- Claim this Profile
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Bio
Credentials
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Lean Six Sigma Black Belt
Advanced Innovation Group Pro Excellence (AIGPE™)Sep, 2023- Nov, 2024 -
Aha! Product Management Professional Certificate
Aha!Aug, 2023- Nov, 2024 -
Career Essentials in Business Analysis by Microsoft and LinkedIn
MicrosoftMay, 2023- Nov, 2024 -
Data Analytics for Business Professionals
LinkedInMay, 2023- Nov, 2024 -
Career Essentials in Data Analysis by Microsoft and LinkedIn
MicrosoftApr, 2023- Nov, 2024 -
Lean Six Sigma Green Belt
Advanced Innovation Group Pro Excellence (AIGPE™)Mar, 2023- Nov, 2024 -
Lean Six Sigma White Belt
Advanced Innovation Group Pro Excellence (AIGPE™)Sep, 2022- Nov, 2024 -
Lean Six Sigma Yellow Belt
Advanced Innovation Group Pro Excellence (AIGPE™)Sep, 2022- Nov, 2024 -
Certified ScrumMaster (CSM)
Scrum AllianceAug, 2023- Nov, 2024
Experience
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Singlife
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Singapore
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Insurance
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700 & Above Employee
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Business Analyst / Product Owner
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Jul 2023 - Present
Supporting BetterView and Unified Data Portal to bring a comprehensive view of all Singlife has to offer to the customers. Supporting BetterView and Unified Data Portal to bring a comprehensive view of all Singlife has to offer to the customers.
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Income Insurance Limited
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Singapore
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Insurance
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700 & Above Employee
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Business Analyst
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Jan 2022 - Jul 2023
•Review Product specification and work related materials, analyse systems gaps and business processes •Work with users to prepare & document business requirements, conduct walkthrough, review and sign off on the user requirements •Formulate test scenarios and test plans; conduct user acceptance testing, update test results with proper documentation •Led manual letter digitalization as testing team leader and acted as a mentor to new colleagues and intern on test plan design, methodology, and testing. •Provide regular reporting on the progress of business requirement process & User Acceptance testing, also to assist in areas requiring co-ordination with other key stakeholders/departments on any user requirements clarifications/decisions •Identified that calculations are done manually during test and implemented automated calculations for each individual products based on specifications of the products using advanced Excel formulas to clearly and accurately show calculation steps to show as test evidence, reducing the time spent on calculations by at least 50% •Act as the voice of customer in the team to provide insights and identify possible pain points of the customers to provide the best value to the customer for every enhancement Show less
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AIA Singapore
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Singapore
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Insurance
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700 & Above Employee
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Data Analyst/Product Owner - Customer Service
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May 2020 - Jan 2022
• Identified and provided solutions for inefficiencies with current processes through automation and bot. (Power Automate and Automation Anywhere)• Data preparation and statistical analysis of multiple data sources such as but not limited to data such as customer requests, CSAT, DSAT, policy conservation, and reporting of such data to key appointment holders.• Identified inconsistencies in the reporting format and created and maintained of data entry system (Microsoft Excel Online) and further enhancement for the system and data analysis by visualizing data using a dashboard created on Excel and scaled up usage for all touch points in the centre• Communication with current stakeholders in the service centre for further enhancement of workflow and processes to determine whether process are automation ready.• As the product owner, provided user requirement and conducted data gathering using Lean Six Sigma method to define, measure, analyse, improve, and control the As-Is process and designed a new To-Be process integrating a bot(Automation Anywhere) to reduce human interaction and save an average of 2 man hours per day.• As a developer (Power Automate) and product owner, identified the flaw in the current process of recording AML/CFT cases in the service centre and created and implemented a new work flow to better capture all data related to outgoing payment cases as well as consolidating all manual inputs into Teams by integrating Power Automate, Microsoft Forms, Excel, and Microsoft Teams.• Identified double manual entry of conserved policies by staff and manager in the service centre and implemented a 1 touch manual entry using Microsoft Forms to capture data into Microsoft Excel that is visualized with a dashboard and using Power Automate to capture data and send notification to the managers at the end of the month to supplement the monthly report. Show less
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Customer Service Representative
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Jan 2020 - Jan 2022
• Promptly handled an average of 25 customer enquiries and complaints daily with a 100% customer satisfaction rate while achieving top compliments for 3 consecutively months and top compliments for the year of 2020.• Alerted management of issues and concerns that require escalation for complete resolution.• Documented details of customer interactions, including inquiries, comments, complains and actions taken for training purposes, to increase productivity and maximise service quality.• Provided timely feedback on the efficiency of customer service processes.• Understand the needs of customers and providing complete and accurate information to resolve queries in a professional and timely manner.• Created a premium calculator using advanced Excel formulas to calculate the different premiums tiers for AIA Healthshield Gold based on claim based pricing. Show less
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Administrative Assistant (Payments)
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Nov 2018 - May 2020
•Analysis of outgoing payment trends.•Manual cheque processing and issuance.•AML and compliance background check on customers and reporting of suspicious activities.
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Education
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2020 - 2024
Murdoch University
Bachelor of Arts - BA, Criminology and Finance -
2013 - 2016
Ngee Ann Polytechnic
Associate's degree, International Logistics and Supply Chain Management
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